Vivint Reviews 65

I am writing this review to warn other consumers about my experience with Vivint.
I had been an ADT customer for approximately 13 years and was experiencing a battery failure on my alarm panel. While driving, I attempted to call ADT’s customer service number, 1-800-ADT-ASAP (1-800-238-2727), but accidentally dialed 1-800-237-2727.
The person who answered led me to believe I was speaking with ADT. During the call, he told me that ADT had completed a nationwide software update and that my older alarm panel was no longer compatible with their system. He stated that my equipment needed to be replaced before I could continue receiving service. He also told me that ADT no longer had a good signal in my Cypress, Texas area and suggested that I consider Vivint instead. He stated that ADT and Vivint were separate companies but affiliated and that he simply wanted to make sure I remained protected.
He then transferred me directly to a Vivint representative.
Based on the information I was given, I agreed to purchase a Vivint system. I paid cash for the equipment because I specifically wanted to avoid a long-term contract. The contract had to be corrected multiple times before it accurately reflected the terms we agreed upon.
Six days after installation, ADT charged my normal monthly monitoring fee. When I contacted ADT, I learned that the information I had been given was not true. ADT informed me that they had not performed a nationwide software update that rendered older panels unusable, that they continued to service my area, and that they had no record of the conversation I believed I had with an ADT representative.
At that point, I realized that I had been misled into switching providers.
I immediately contacted Vivint to cancel. I was told that I had missed the three-day cancellation period. I called again when instructed and was again told I could not cancel. After multiple calls, transfers, contradictory information, and several hours spent on the phone, Vivint finally agreed to process my cancellation.
As a result of this experience, I am out nearly $1,000 for equipment and monitoring costs and have spent countless hours attempting to resolve a situation that began with information that I now believe was misleading.
My concern is not simply that I switched security companies. My concern is that I made the decision based on representations that I later learned were inaccurate. Had I known the true facts, I would have remained with ADT and would never have purchased a Vivint system.
Consumers deserve transparent and honest sales practices. Based on my experience, I cannot recommend Vivint.

I have sent this company a cease and desist letter, legal has assured me on multiple occasions my home in on the no-knock list. Yet still they ignore multiple no solicitation signs and ring the doorbell anyway.

Do not use this company for a security system. They will harass you, rip you off, and put you through hours of torture before cancelling your service. Now they are continuing to try to bill me after I have a letter of cancellation from them! Buyer beware!

I finally talked to a kind and knowledgeable person...Abraham. (Customer Service, 5*****)
He is from Mexico, Vivint has to be proud to have him as an employee.

He not just answering my questions, but he educated me about the Vivint products.

When you talk to someone like him, make your day.

Because I spent almost three hours in the morning, trying to reach someone in USA, to answering me my questions. Finally, we had help from the technician Eric, not from customer service. (1 star, for people in USA).

These people lied to me from jump street. First it was no money down, then they wanted $90.00 up front for equipment. Then they gave my information to some loan company I've never heard of to grant me a $2085.65, 60 month loan I didn't need. These people are crooked.

Vivint completely failed me from start to finish — they lied about a price match, bounced me between multiple customer service reps who clearly had no idea what anyone else had said, and then shut my service off after promising it would be turned back on. They don’t honor their word, they don’t follow through, and their customer service is a mess of confusion and broken promises.

1/5 - Deceptive Sales Practices and Terrible Customer Service

I would give zero stars if I could. When I signed up for Vivint Smart Home, I was told I would pay for the equipment and a monthly service fee. That was it. No one mentioned a 5-year contract or an early termination fee — not once during the sales process.

When I needed to cancel because I was moving, I called Vivint and a representative confirmed my account was canceled. I took them at their word. The following month I was charged again. So I called back — twice — and was only then told about the 5-year contract I supposedly agreed to and an early termination fee they expected me to pay.

To make matters worse, one representative offered to waive the termination fee since I had already fully paid off the equipment. I was relieved, only to be told by another representative shortly after that waiving the fee wasn't possible at all. The left hand clearly does not know what the right hand is doing at this company.

I am now left fighting charges for a service I canceled, on equipment I own outright, in a home I no longer live in. The tenants renting my property have no use for the system either. This has been an incredibly frustrating experience and I feel completely misled from the very beginning. I would strongly warn anyone considering Vivint to read every word of any agreement before signing and to get everything in writing. Do not trust verbal confirmations from their representatives.

The sales people go door to door. They promise you things that the company does not provide. If their equipment that is extremely expensive stops working, their so-called customer support just tried to see you a protection plan!! Crooks!’

Good evening,

Could someone please contact us with the information I requested? We have been advised that the remaining balance on our ADT account should be paid, as was originally quoted to us by Choice Home and confirmed by the customer service representative when I called to provide the final bill amount.

I have been waiting for confirmation that you will honor the commitment made to us. At this point, I am concerned about an outstanding balance with ADT that may negatively impact my credit.

If you are unable to uphold your agreement, I request that your equipment be removed from our residence. Should this happen, I will have no choice but to report this matter to the appropriate authorities. Additionally, I intend to contact the corporate office and file a complaint with the Better Business Bureau. I also plan to share a negative review on social media.

Thank you.

I'de. Like to cancel. My grace period is in 2 months

DO NOT TRUST VIVINT!!! I cannot say enough bad things about this absolutely terrible, joke of a company.

A couple years back, we had a door salesman come by our house, even though I had a very clear and large NO SOLICITING sign on the door. It was a salesman from Vivint that claimed they didn't see the sign, of course a lie. Well, it just so happened we were in the market for a security system so we decided to hear him out. Upon speaking to the salesman, we actually decided to decline because we were going to move in the near future and the Vivint setup is a bit intense with installation. The salesman then quickly responded with, "No worries there sir! With Vivint, we will give you one free move credit where there will be no charge to remove the equipment and install it at the new house!" We thought that it was just too perfect to pass on, so we decided to sign up.
Other than a few technological hiccups, everything was fine...until we did decide to move.

I called their "award winning customer service," (which is a complete lie and Vivint paid for those "awards" through unknown companies by the way), to inform them of my move. Customer service is outsourced to the middle east, the associates speak broken English and simply do not care about your issues. Upon asking the first carless associate about the free move, they proceed to tell me he's never heard of that and they won't honor it! I then spoke to about 6 others over the span of 6 months on the phone and through their chat program, none of which were genuine, and they wouldn't honor the lying salesman's promise. Every single time I asked to speak to a manager or supervisor, they would provide an extremely generic excuse of why they weren't available, very shady and sneaky! One of the phone associates actually laughed at me saying that the move promise was a lie, very unprofessional. Shadiest customer service practices I've ever dealt with. "Award winning," best joke I've heard my entire life!

I have since given up working with Vivint, for obvious reasons, and have made it my personal mission to save unsuspecting Americans from being tricked and fooled by an absolute waste of space, joke of a security company that's not even American anymore. Upon conducting some heavy research, Vivint has been involved in NUMEROUS lawsuits for lying, overcharging, tacking on unknown fees, etc.. I found hundreds of posts online exactly like my situation where a door to door salesman also told them they offer 1 free move with their service. This has never been an official policy of Vivint, but they are clearly telling their salemen to either lie to everybody to make sales or maybe the salesmen also have no idea like us? Either way, it's creating chaos.

It wasn't until after I let Vivint know that I spoke to an attorney, the BBB and FTC, they suddenly wanted to help. Too late, clowns!

Again, please heed my warning for your own good and sanity! DO NOT TRUST VIVINT!!!

This is a complete douche bag company. These people simply will not take "no" for an answer. Totally untrustworthy. And the so-called employees that knocks on people's doors are 100% unprofessional and totally disrespectful. I had to dial 911 for the last sales rep to leave my property. But did so "Before" law enforcement arrived & further vanished from the community. Why would you think someone would vacate the area before law enforcement arrives after being asked to leave several times??????

Absolutely no way on earth i would EVER buy anything from this company.

I have a complete ADT home security system AND an NVX closed circuit camera SYSTEM WITH 16 cameras. These buffoons actually think that i am willing to sacrifice my safety for a Vivint device that cant do half of what my NVX system can do. My neighbor buy a door camera via Vivint. One night we had some kids drive threw tossing eggs. The Vivint failed to capture make or model of vehicle in general. My NVX system has make, model, AND license plate of a vehicle that was in motion. HA.

Be Warned People. Reviews Matter. Choose wisely.

The installers were awesome. The company is a complete scam. Everything about them from the amount they charge for the equipment the way they don't tell you it's through some financial service other than them. Vivint calls you after you get their service to act like they are monitoring. The system probably only performs like they lie about for about a week. All kinds of problems occur. Most of the customers' service doesn't have a clue.I wouldn't recommend them to anyone.

Review – Vivint Smart Home

I’m leaving this review after going through the process of trying to close my Vivint account. The service itself works, but the cancellation process is extremely bureaucratic and unnecessarily complicated. Even after selling the home, moving to another country, and explaining all of this multiple times, they require redundant steps, multiple case numbers, and insist on phone calls that are impossible to make from abroad.

It feels as if the company intentionally creates barriers to delay or prevent customers from cancelling. I completed two chat sessions, received two different case IDs, sent emails, explained that I cannot call 1-800 numbers from outside the U.S., and still they offer no straightforward solution. What should take five minutes turns into a full-blown saga.

If you’re considering their service, be aware: it works while you’re a customer, but the moment you try to unsubscribe, the experience becomes slow, rigid, and frustrating. Far too much bureaucracy for something that should be simple.

Terrible customer service. Once they install the equipment they refuse to service it even though it’s under warranty.

This place is Terrible! Customer service is bad!

Free 1 yr with solar. 6 mos ago. Doorbell camera doesn't stay online. Frequently goes down several times a day. I know how to get it back up. I don't need troubleshooting, but without this illogical act they won't send a technician. I'm further not paying $100 for a technician visit for something that has never worked. I will be removing the entirety of this system from my home. One of the most aggravating and worthless choices I ever made.

I'm shocked that the rating is as high as it is. If I could give zero stars, I would. The customer service is the WORST. I was a longtime customer (10+ years) and hadn't needed any repairs in several years. But over time some of the sensors failed and when I called to trouble shoot and/or get new ones, the nightmare began. Charges for everything so for four failed sensors, it was going to cost a few hundred to replace. Never mind that I had been overpaying for an outdated system for years (not my biggest knock against them since Vivint certainly isn't alone in leaving existing customers paying more while they give tons of deals to attract new customers). Calls would take so long that I'd have to get off (most of us don't have two free hours to trouble shoot) and then when I would call back, I'd have to start all over again. Why bother to enter call notes if they don't get used. Most of the customer service reps were difficult to understand, lots of attempts to upsell me rather than just addressing my issues, and with no authority to make decisions -- the number of times I was put on long holds while they tried to get approval from higher ups was mind boggline. Seven hours between calls and chats over the span of three days. One person was supposed to call me back at an agreed upon time because after nearly two hours, she still hadn't gotten permission to waive fees and equipment costs and then called me several hours after the set time when I wasn't free to pick up the call. Gave them multiple opportunities to try to make things right before finally deciding I was so DONE, and then it took an hour on the phone to cancel. Never again!

The installer mentioned that Vivint had bought out ADT. When I called ADT to cancel my account, I was told that is not true. A transformer that powers an outdoor camera, blinks continuous. The transformer is installed in my bedroom. Unable to sleep comfortable at night because of the blue blink light. Called the technician, he stated I can just put a cover over it because that's how it works. However, a second transformer installed in the garage does not blink.

Vivint boast professional installation but they ship me a door lock and say I have to install it myself because they do not provide technicians for shipped products. I am suppose to install a security device with no experience or expertise.

Every customer service associate and supervisor I speak to are giving me the run around. When they sold me the service they were very nice and accommodating.

I am extremely dissatisfied and I will definitely will be letting it know as much as possible.

There is a myriad of issues but this is the latest that is very appalling and unacceptable.